Lottoland Casino UK - Player's account blocked multiple times without clear reason.

Hi,

from may 2023 i have problem with my account on lottoland.co.uk. i was active playaer and I play slots the most. There was a tournament with spinomenal slots. I uad win few times on that slots. I passed KYC verification, I send them my passport, few proof of address and proof of funds from two paying methods. I try to get as many as possible ticket for final prize draw (and i had 41 entries). One day before that draw lottoland blocked my account (my account was suspended) and asked me to contact support team. Because of very busy time in my work I have call them in july. I was connected with some person from departament which take care about gambling. I have answered all question because all money was mine. I even send them my payslip. I work full time but as well i have additional funds from completly different income. I get something after dead of family member. The person from support team unblocked my acvount and set for me loose limit. After that i have load my accound with some small amount of money but i have win muvh more and play with that what i win. And after that i get message that my account was again blocked. I call to lottoland and asked about my bonus funds and about my account. When i gove them my details the women hung up. When i tried to call again for few days, few times they never answer. Today i get email that i can play because my account is unblocked but i cant play any of ruby games, red tiger, yggdrasil. Most of provider when i try to start display me message that game is not avaiable or there is error. I never spend more money that i can, i never get any loans for playing and i have no pressure for that because i even didnt contact them super fast but after around month. I only think its very unfair to blocke me before i could take a part in draw or get 41 pounds of bonus and later after win some money they blocked me again. And now I’m unblocked but i cant play.

Dear UniversalniQ,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?

Are there any real funds being held by the casino?

Thank you in advance for your reply.

Best regards,

Petronela

Hi Peronela,

thank You for your help.

I’m not sure from when I have account on lottoland but I have checked emails and I see first from june 2022. I’m sure that I have my account verificated around month after that because I want to make withdrawal. Actually I have only 20£ on my account but when they blocked me I lost chance for taking part in „birthday prize draw" and i should get afditional 41£ for playing llike a bonus. The main problem is that after phone talk with gambling team member about my account (even if I have positive kyc verification before). I wasnt able to play all slots on lottoland, and all the time I had problem with deposit or playing.

Dear UniversalniQ,

Could you please advise if the funds in your account are winnings or deposit only? If you're not able to play any of the slots, are you able to withdraw your winnings at least?

Hi Petronela,

sorry that I didnt reply earlier but I had busy work days. After my last reply on lottoland website was information about problem with some casino games for ios players. And it wasnt message for me but some official info. After few days all of slots work properly. I find info about problem with API token after ios update. So now everything looks ok. And i can deposit miney and play like before my account was suspended. Unfortunatelly I didnt get my change for draw and bonus funds but at ladt I can again sometimes play and take part in new promo 🙂 so im sorry that I took Your time. But thank You very much for Your help.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, UniversalniQ, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru